- Develop and execute strategies to enhance the effectiveness and efficiency of the Customer Support department, aligned with company objectives and customer needs.
- Collaborate with the VP of Operations to define operational goals, develop KPIs, and create roadmaps to achieve targets.
- Lead, motivate, and manage the Customer Support team, fostering a culture of accountability, cross department collaboration, and continuous improvement.
- Provide guidance, coaching, and mentorship to team members to ensure growth and development.
- Develop training and cross-training plans to ensure long-term department sustainability across all product lines.
- Collaborate with Finance and the VP of Operations to ensure a seamless renewal process and timely collection of maintenance invoicing.
- Advise VP of Operations and Finance of applicable information received from customers that would impact the financial forecast.
- Identify opportunities to streamline processes, reduce operational costs, and improve service delivery through automation, technology, and best practices.
- Implement efficient workflows and procedures to enhance productivity and customer satisfaction.
- Provide timely operational reporting to support ongoing validation of current and newly implemented processes.
- Oversee customer support operations to ensure a high level of customer satisfaction through timely and effective resolution of inquiries, issues, and concerns.
- Foster strong relationships with customers, gathering feedback and insights to drive service improvements and product enhancements.
- Ensure effective cross functional collaboration to ensure issues are addressed in an appropriate manner.
- Proven experience leading and managing teams in fast-paced, high-growth environments.
- Exceptional leadership and motivational skills to guide teams and foster a collaborative and productive work environment.
- Solid financial management skills, including support renewals management and working capital management.
- Strong strategic planning and execution capabilities with a track record of aligning operations with organizational goals and industry best practices.
- Deep understanding of operational processes, methodologies, and tools to drive efficiency, scalability, and quality in support delivery.
- Demonstrated ability to understand and meet customer needs, ensuring a positive customer experience and driving customer loyalty.
- Post-secondary education with a concentration in Business Administration, Computer Science or equivalent industry experience.
- Proven experience managing support teams in a technical environment.
- Proficient in Microsoft Office Suite, Ticketing Software Applications.
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to troubleshoot and solve complex issues.
- Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
- Ability to travel across North America (United States, Canada and the Caribbean)
- Prior experience managing a customer support team in a face paced environment that supports mission critical software to numerous clients.
- Prior experience using Click Up, Team Support.
- Strong functional or technical knowledge of ERP software.
Manager of Customer Support - Florida, United States - Harris Computer
Description
Manager of Customer Support
Harris ERP - Remote
Harris ERP is seeking a dynamic and motivated professional to join our team as the Manager of Customer Support. The Manager of Customer Support will oversee ERP's Customer Support department. The ideal candidate is a motivated leader, capable of driving operational excellence, enhancing customer satisfaction, and maximizing efficiency within the Customer Support department while managing within the financial expectations of the organization. The Manager of Customer Support will play a pivotal role in achieving our organizational goals and contributing to our growth in the highly competitive Enterprise Resource Planning (ERP) software industry.
The Manager of Customer Support will be responsible for leading and managing the Customer Support department. This role involves strategic planning, financial and operational reporting, team leadership, process optimization, and ensuring exceptional service delivery to our clients. The Manager of Support will work closely with the VP of Operations to develop and implement strategies that align with the company's vision and objectives.
Primary Responsibilities
Strategic Leadership:
Team Management:
Financial Management:
Process Optimization:
Customer Focus:
Qualifications / Skills
Leadership and Team Management:
Financial Acumen:
Strategic Thinking:
Operational Excellence:
Customer-Centric Approach:
Education and Experience Requirements
What Will Make You Stand Out
Benefits and Work Hours
Harris ERP offers competitive salaries, registered retirement savings plan matching programs and employee stock ownership options. We also provide our employees and their families with access to our corporate health, dental and vision plans. Harris ERP employees are also provided with life insurance, disability and AD&D coverage.
While we're based in St. Louis, Harris ERP is a work-from-anywhere employer. Some flexibility in hours is allowed, but ERP employees must be available during the "core" work hours. In addition to paid vacation, we offer our employees flexible paid personal time.